Salesforce to Acquire Listen Labs for AI-Powered Customer Insights

Salesforce has announced its plans to acquire Listen Labs, an AI-driven customer research and human simulation platform. The deal aims to enhance Salesforce’s ability to understand customer behavior and decision-making processes. Listen Labs leverages AI agents to streamline research, from designing studies to synthesizing feedback, significantly speeding up what used to take months into just days.

The platform’s capabilities will complement Salesforce’s existing products, including Marketing Cloud and Service Cloud, as well as its broader AI portfolio. Listen Labs offers a global network of over 50 million participants and supports interviews in more than 120 languages, making it a powerful tool for conducting large-scale, multilingual research.

Aman Naimat, President of AI Labs at Salesforce, emphasized the transformative potential of Listen Labs, stating that it reimagines customer experience and market research through AI agents. Alfred Wahlforss, CEO and Co-Founder of Listen Labs, highlighted how the platform allows companies to simulate customer responses before making strategic decisions. The acquisition is expected to close in the fourth quarter of Salesforce’s fiscal year 2027, subject to regulatory approval.